LEGO decided to build a new Service Portal to save time and give every employee a better experience. We were responsible for the end-user experience: research, design, prototypes and front-end code, in a fourteen-person Scrum team.
Good morning, Mette
How can we help you today?
Popular requests
Popular articles
MSGood morning, Mette
How can we help?
Get help
Request
Knowledge
My requests
My open requests
The portal on this page is live. Search, request and follow up.
14,000+
employees worldwide
14
people in the team
2
weeks per sprint
Dec.
full release, excellent reviews
The brief
A big investment that people had to want to use.
The new portal was a large economic investment and it touched every LEGO employee. So it was not enough for it to work. It had to be clearly better than the old portal, seen from the employee’s chair. That is why LEGO brought in UX.
Time efficiency
Finding the right service and asking for help had to take less time than before.
Employee experience
The portal had to feel like a modern product, not like an internal system you put up with.
Proof, not opinions
Every initiative had to be backed by research with real employees, so the improvements could be documented.
What we did
Nine building blocks.
Usability testing
Tests with employees on the old portal and on every new version.
Behaviour analysis
How employees actually search, click and give up, and usability evaluation of the findings.
Journey mapping
The full end-user journey, from a need arising to it being solved.
Stakeholder workshops
Collaboration and workshops with user groups, service owners and management.
User interface design
Home, search, catalogue, request forms and status pages.
Prototyping in Axure
Clickable prototypes to test ideas before anything was built.
Prototyping in ServiceNow
Prototypes on the real platform, with real data and real limits.
Front-end code
HTML, CSS and SCSS in the Angular-based ServiceNow Service Portal.
Agile Scrum
User stories, refinement and sprint planning every two weeks.
The new portal
Ask, request and follow up, in one place.
One search box that understands services and articles. Four clear ways in. Request forms that only ask what they need. And a status you can follow without calling anyone. Try it below.
Good morning, Mette
How can we help you today?
Popular requests
Popular articles
Search first
Services and knowledge articles in the same results, while you type.
Four ways in
Get help, request something, knowledge and my requests. Nothing else competes for attention.
Short forms
Sensible defaults, recommended choices and a summary that shows delivery time before you submit.
Status you can see
Every request has a clear status and a step-by-step progress bar.
Before and after
From a list of links to a product.
The old portal was organised the way the organisation was built. The new one is organised around what the employee is trying to do. Drag the handle to compare.
Home > Service Catalog > Hardware
Service Catalog
Please select a category below. For urgent issues please call the Service Desk. Requests submitted after 15:00 will be processed the following business day.
Hardware
» Standard request form
» Non-standard request form
» Change / modify existing
View all (12)
Software
» Standard request form
» Non-standard request form
» Change / modify existing
View all (12)
Access Requests
» Standard request form
» Non-standard request form
» Change / modify existing
View all (12)
Facilities
» Standard request form
» Non-standard request form
» Change / modify existing
View all (12)
HR Inquiries
» Standard request form
» Non-standard request form
» Change / modify existing
View all (12)
Travel
» Standard request form
» Non-standard request form
» Change / modify existing
View all (12)
Telephony
» Standard request form
» Non-standard request form
» Change / modify existing
View all (12)
Printers
» Standard request form
» Non-standard request form
» Change / modify existing
View all (12)
Other Requests
» Standard request form
» Non-standard request form
» Change / modify existing
View all (12)
| Number | Short description | State | Assignment group | Updated |
|---|---|---|---|---|
| RITM0104527 | Adobe Creative Cloud licence | Work in Progress | GLB-SD-L2 | 2026-09-22 08:12:02 |
| INC0088213 | VPN drops when working from home | Work in Progress | GLB-SD-L2 | 2026-09-21 08:11:02 |
| RITM0104311 | Access to SAP Ariba | Work in Progress | GLB-SD-L2 | 2026-09-22 08:12:02 |
| RITM0103990 | Ergonomic office chair | Work in Progress | GLB-SD-L2 | 2026-09-24 08:14:02 |
Good morning, Mette
How can we help you today?
Popular requests
Popular articles
The old portal is a reconstruction for illustration.
UX research
Every initiative backed by employees.
We tested with employees all the way through: usability tests, analysis of user behaviour and workshops with user groups. The findings became changes, and the next test showed whether they worked.
Usability tests
Employees solved real tasks, like ordering a laptop or finding a guide, while thinking aloud.
Behaviour analysis
Search terms, click paths and drop-offs showed where people got lost.
User group workshops
Groups from different countries and functions helped prioritise and test ideas.
We saw
Employees did not know which category their need belonged to.
We changed
Search became the starting point, with services and articles in one list.
We saw
The same service existed as several forms with almost the same name.
We changed
One form per service, with choices inside the form.
We saw
Many called the Service Desk just to ask about status.
We changed
My requests with a clear status and progress steps on every request.
We saw
Forms asked for things the system already knew.
We changed
The employee, location and manager are filled in automatically.
We saw
Nobody could tell how long a request would take.
We changed
Delivery time is shown on the service card and in the summary.
We saw
Links in running text were overlooked on small screens.
We changed
Large tiles and cards that work on a laptop and a phone.
End-user journey
The whole journey, not just the screens.
We mapped the journey from the moment a need arises until it is solved, and compared how it felt in the old and the new portal.
Old portal
“No idea what is happening. I call the Service Desk.”
New portal
“I can see the step it is on and get updates in Teams.”
Stakeholders and workshops
Many owners, one experience.
A service portal sits between the employee and a lot of departments. We ran workshops and kept the collaboration going, so every service owner could see their part of the journey, and so the employee’s perspective was always in the room.
From idea to code
Prototyped in Axure, proven in ServiceNow, coded by us.
Ideas moved from quick clickable prototypes to prototypes on the real platform, and from there into front-end code. We wrote the HTML, CSS and SCSS for the Angular-based ServiceNow Service Portal ourselves, so the design survived all the way to production.
Sketch
Flows and layouts together with the team.
Axure prototype
Clickable, fast to change, ready for testing.
ServiceNow prototype
On the real platform, with real data.
Angular and SCSS
Widgets and styling in the Service Portal.
Usability test
Back to the employees, and around again.
Agile Scrum
Two-week sprints, fourteen people.
We were part of a fourteen-person team working in two-week sprints. At the end of every sprint the team met for review, retrospective, refinement and planning of the next sprint. UX work was written as user stories and planned like everything else.
Backlog
User story
As a LEGO employee, I want to see where my request is, so that I do not have to call the Service Desk.
Acceptance criteria
- Every request shows a clear status
- Progress is shown as steps
- Tested with at least five employees
Refined
In sprint
Done
Release
Fully released in December, with excellent reviews.
The new LEGO Service Portal was fully released at the start of December and received excellent reviews from the employees who use it. Because every change was based on research, the improvement over the old portal could be documented, not just claimed.
Research
Tests and analysis of the old portal
Design
Journey, flows and interface
Prototypes
Axure and ServiceNow
Build
Sprint by sprint, tested along the way
December
Full release to all employees
What the client says
Ceptiv was a true partner on the new LEGO Service Portal. They brought the voice of our employees into every sprint through usability tests, journey mapping and workshops, and turned complex requirements into a portal that is simple and genuinely enjoyable to use. As Product Owner I could always rely on clear user stories, well-prepared refinements and designs that were ready to build in ServiceNow. The excellent reviews at launch speak for themselves.
What we delivered
The whole end-user experience.
Building a tool your employees have to use?
Let us make it one they want to use. We combine research, design and code, and we can prove the difference.